Whether it’s over the phone, online or in person, you need to give the right impression of your business. An excellent relationship with your customers is a sure-fire way to grow your business with a loyal following, but to achieve this you must ensure you represent your company in the best possible light, constantly.
#1 Your Voice and Tone – make regular posts across all platforms
Use your voice and tone to convey an identity but ensure it’s consistent, you don’t want to give out mixed messages! Your voice must stay the same – your tone, however, can change. For instance, your voice might be ‘professional, modern SME aimed at young women’ but your tone can vary depending on what type of enquiry you are dealing with. So if you’re dealing with a complaint you would want your tone to come across as concerned, understanding and proactive.
To get this right you should outline to your employees how you would like varying situations to be dealt with to guarantee that they’re are up to standard and reading off the same metaphorical page, regardless of what department they sit in. This will ensure your brand and the service you offer remains at a consistent high standard of customer service and results in a loyal relationship with your audience.
#2 Social Media – engage and promote effectively
Social Media, when done right, can take the relationship with your customers to the next level whilst also giving your business the potential to ‘go viral’ or get some free PR. From posting helpful content for your customer’s perusal to acting as a support line, Social Media is a brilliant resource to personalise your brand whilst interacting directly with your customers. Let’s take a look at a couple of brands who really have taken their relationships to the next level via Social Media:
Domino’s reply in a simple, friendly tone – it’s relative to their audience and avoids sounding conceited. They make the decision between Papa Johns and Domino’s seem like a no-brainer – this comes across as confident as well as respectful to the customer; the decision isn’t made for them but Domino’s makes a tacit nod to their allegiance. Combined with the fact that Domino’s have taken the time to reply – of course the customer will now choose Dominos!
It’s not only big, well known brands like Domino’s who have got this Social Media thing down…
Edgar are an excellent example of a smaller brand engaging with their audience thoughtfully – they didn’t need to reply to their customer but they decided to engage with a humorous reply, making them memorable to their customer as enthusiastic and attentive.
#3 Other Considerations – branch out!
Building and maintaining a relationship with your audience can be tricky at times and it’s not only Social Media you can use as an engagement platform – there are many others that you could consider:
A must for any company! Make sure you ALWAYS reply to your customers/audience if they email you, even if their email doesn’t require a reply.
- Live Chat
You could consider installing a live chat option on your website, in fact, research has found that 63% of customers were more likely to return to a website that offers live chat so this is definitely a good option if you have the time and resources to put into the live chat function. Take a look at Schuh,they offer support with options to chat live either on webcam or just by messaging to solve any customer problems, instantly.
- Customer Service Platforms
There are loads of customer review platforms you can utilise to interact with your audience. Depending on your industry, you could look at TripAdvisor, Yelp, Google+ or Check-a-Trade. We are advocates of the website TrustPilot, a service that gives your customers a platform to review your business.
We get plenty of reviews on TrustPilot from our customers which are a fantastic testament to our company. We make sure we reply to every review to recognise and show appreciation for the time our customers have taken placing the review; it’s an excellent way to maintain a bond with your customer base.
Whichever platform you decide to use, you must reply to your reviewers (especially the unsatisfied ones), whether that’s by a simple email or replying directly to the review (if that platform has that facility).
Ensure a lasting impression of your business by building rapport at every point of contact to make your business stand out from the crowd. This will grow your relationship with your audience, build your brand reputation, drive traffic to your website and ultimately grow your business.